Lightning to Improve Customer Service at Elevator Industry’s leader KONE

Salesforce Service Cloud Lightning and Field Service Lightning to deliver faster, smarter and more personalized service for Kone’s customers worldwide

The leading elevator and escalator company expands its use of Salesforce, to bring together cutting-edge technology and field service teams, providing a richer customer service experience. Kone plans to send data from its IoT connected equipment to Salesforce, enhancing service availability and service quality for maintenance and remote monitoring.

Used with its current deployment of Sales Cloud Lightning, Salesforce will become central to KONE’s service workforce, enabling the company to set a new standard for customer experience, responsiveness and quality.

KONE’s equipment moves more than one billion users each day, with more than one million elevators and escalators in its service base. Currently, KONE uses a mix of custom-built and legacy technology solutions across its service operations in EMEA, Asia and Americas.

The future benefits of the Salesforce Platform will give an improved all-round view of KONE’s customers for people working in field operations and field service management. It will also significantly reduce the current complexity of interfaces and systems.

With Service Cloud Lightning and Field Service Lightning, KONE will be able to connect and mobilize its entire service workforce with a single view of the customer. This includes KONE’s customer service agents and dispatchers who work in its customer care centers, as well as its more than 20,000 field service technicians at customer sites who need the ability to access the latest customer information right from their mobile devices. In addition, service data coming from KONE’s IoT connected equipment will be routed through Service Cloud Lightning so that its service workforce can respond to issues more quickly. KONE expects to connect its more than one million elevators and escalators over the next few years.

As a result of bringing together its systems with the Salesforce Platform, KONE personnel will be able to drive benefits for customers including better service availability, improved equipment safety and reliability, and an improved understanding of customer needs.

Comments on the News

“We are always looking for new ways to increase the value we provide to our customers,” said Hugues Delval, ‎SVP and head of KONE’s Maintenance Services Business. “With Salesforce, we’re excited about the potential to improve our quality, safety and operational performance. We see Salesforce as being our ‘next generation’ field service platform that will allow us to stay ahead of the competition and continue innovating for the future.”

“Your brand is only as good as the service you provide, which is why service is quickly becoming the biggest differentiator for companies today,” said Mike Milburn, GM & SVP of Service Cloud, Salesforce. “With Salesforce Lightning, KONE can connect its entire ecosystem to become smarter about its customers and provide a more holistic customer service experience — from connected devices, to the call center, to the field.”

KONE, Leader in Elevator and Escalator Industry

KONE is one of the global leaders in the elevator and escalator industry. KONE’s objective is to offer the best People Flow® experience by developing and delivering solutions that enable people to move smoothly, safely, comfortably and without waiting in buildings in an increasingly urbanizing environment. KONE provides industry-leading elevators, escalators, automatic building doors and integrated solutions to enhance the People Flow in and between buildings. KONE’s services cover the entire lifetime of a building, from the design phase to maintenance, repairs and modernization solutions. In 2015, KONE had annual net sales of EUR 8,6 billion, and at the end of the year close to 50,000 employees. For more information, see Kone.com.